Contact Center Team Lead: Coach, Optimize & Elevate Service

JD GROUP

Bury

On-site

GBP 32,000 - 42,000

Full time

14 days+

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Job summary

JD Gyms is seeking a Contact Centre Team Leader to lead and develop a team of Advisors at our Leeds contact centre. You will coach, monitor performance, and drive service quality to deliver an outstanding member experience.

Reporting to the Contact Centre Manager, you will manage workloads, conduct regular performance reviews, and implement improvements to maximise productivity and customer satisfaction in a fast-paced, target-driven environment.

Qualifications

Experience in a contact centre, customer service, or team leadership role.
Strong coaching and people management skills.
Experience delivering performance improvement plans.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced, target-driven environment.
Strong problem-solving and decision-making abilities.

Responsibilities

Lead, motivate, and support a team of Contact Centre Advisors to achieve objectives.
Conduct regular 1:1 meetings, coaching sessions, and performance reviews.
Manage performance, attendance, conduct, and capability matters in line with policies.
Support onboarding and training of new starters.
Monitor workloads and service levels to maintain performance.
Escalate and resolve complex member queries.